FREQUENTLY ASKED QUESTIONS

+ What are the benefits of glass?

Water tastes better in glass. Glass doesn’t stain, smell, or have a metallic or plastic taste. Not only that, glass is also great for your health. You don’t have to worry about chemicals like BPA, lead, or other unknowns leaching into your liquids.

Still not sold? Think about our environment! Glass is one of the greenest recyclable materials on the planet. By using an Ello reusable bottle, you’re doing your part in reducing waste, not to mention saving money and Earth’s resources by not buying bottled water. Everyone wins!

+ Where are your products made?

Our bottles and their components are made in China.

For quality assurance all of our products and components are inspected by Bureau Veritas, one of the most reputable global leaders in conformity assessment and certification services and were certified to be free of harmful leaching chemicals like BPA, phthalates, PVC, polycarbonate, lead, cadmium and latex.

+ Are your products safe?

We take your health and well-being very seriously. Offering safe, high quality products is what keeps us in business and keeps our customers coming back. Your safety and confidence in Ello is everything to us.

We take extra care in producing products that are toxin free. You’ll never find BPA/BPS, phthalates, polycarbonate, lead, latex, or cadmium in any of our products. We will always share product information so you can make informed decisions. Email us any time at support@elloproducts.com

WATER BOTTLE & COFFEE QUESTIONS

+ How do I wash my glass or ceramic travel mug?

We advise that you wash your bottle after each use. Placing the bottle in the bottom rack of a dishwasher and the lid in the top rack is the best way to sanitize the bottle. If you do not have a dishwasher, we advise cleaning any buildup in the bottle with a combination of salt and ice. Place both in the bottle and shake vigorously, then rinse thoroughly. We also advise keeping the bottle unsealed when it's not in use. We've found it best to store it with the lid off. This eliminates any moisture buildup.

+ How do I clean my stainless bottle/travel mug?

We recommend hand-washing any stainless products to extend product lifetime. We do not recommend using chemicals on your bottle. This can ruin or rust stainless steel.

Use baking soda for cleaning: For those stubborn spots inside your stainless bottle, mix 2-3 tablespoons of baking soda with a small amount of warm water to form a scrubbing paste. Dip the bristles of your bottle brush in the paste and work paste into affected area on the inside of your flask. Repeat as necessary until stain disappears.

Use white distilled vinegar for cleaning: You can use household white distilled vinegar to help remove any stains or discoloration on the inside of your bottle. We recommend putting ½ cup of vinegar in your bottle, gently swirling the vinegar around to wash any affected areas and let sit for 5 minutes. Rinse thoroughly with warm water and repeat if necessary.

+ Can I place my stainless bottle in the microwave?

Do not put your Ello stainless bottle in the microwave as it will damage your bottle and your microwave. The vacuum seal keeps any liquid you place inside hot for 12 hours, so there’s no need to put it in the microwave.

+ Can I put hot water in my glass water bottle?

No, you cannot put hot water in our glass bottles. Our bottles are constructed of soda lime glass, which is strong but not impervious to rapid temperature changes or impact. Like any glass vessel, it will expand and crack if left in the freezer or hit with boiling water.

+ Can I put my bottle in the freezer?

We do not recommend freezing your bottle or leaving it in a freezing vehicle, as this may cause the bottle to crack.

Guardian's antimicrobial additive is a specific proprietary solution which is infused into our silicone during the manufacturing process, and has the ability to kill microorganisms or inhibit their growth throughout the useful life of the product. Microorganisms include the likes of microbes, protozoans, bacteria and fungi such as mold and mildew.

By adding Guardian to our products, consumers are benefiting in a number of ways. The antimicrobial protection infused into the product fights against product-damaging microbes that can quicken its deterioration. Stain and odor-causing microbes are also inhibited, and this helps to keep the product stay fresher and cleaner for longer. Importantly, our antimicrobial additive does not wash off or wear away, and will continually fight against potentially harmful bacteria that makes contact with the surface of the product.

+ What’s Your Product Guarantee?

At Ello, we stand by our products and want to work hard for your loyalty.

Ello will repair or replace, at its discretion, any defect in materials or workmanship for a period of 6 months from the date of purchase. This guarantee does not apply to normal wear and tear or accidental breakage resulting from bumping or dropping of the product. We strive to quickly replace defective products with current inventory and sometimes that means a comparable product. We do not offer monetary reimbursement nor is the Guarantee transferable.

Please email us at support@elloproducts.com for replacement inquiries.

SHIPPING

+ What methods of payment does Ello Products accept?

We accept Visa, MasterCard, Discover and American Express. Debit cards with a Visa or MasterCard logo are also accepted. Unfortunately, checks, money orders, and AMEX/VISA/MC/DISCOVER gift cards are not accepted.

+ Can I ship to international addresses?

Unfortunately, no. Ello Products does not currently ship to international destinations.

+ How is the shipping cost determined?

Price is determined by USPS via the weight, distance, and package size of the products within your order.

+ When will I get my order?

You can usually expect orders to the contiguous 48 states to arrive within 2-9 business days (via standard ground shipping). Please allow extra time for standard ground shipping to Alaska and Hawaii. The exact arrival time depends on several things including the time of day that you place your order and the address you are shipping to. Business days are Monday through Friday, excluding weekends and Federal holidays.

+ How can I track my order?

After you place your order, you'll immediately receive a confirmation email. We'll send you another email when your order ships that includes a tracking number, so you can keep track of just how soon your package will arrive.

RETURNS

+ What is Ello's return policy?

Product didn't work out or it wasn't what you expected? We’re so sorry to hear that and want to make it right. We accept returns for items purchased directly from the Ello website within 30 days of your purchase date. All returns or exchanges must be unused and in their original condition with tags attached. If you would like to return a bottle for a refund, please email a request with your original order number in the subject line to support@elloproducts.com. We will send you a prepaid return label for easy return of your merchandise.

In order to make the refund process as quick and seamless as possible, please do not return your product without emailing us first. If your product was purchased from another retailer, you will need to return the product to that same retailer. Products must be in the condition in which you received them.

Refunds take approximately 4 weeks after we receive your product. Note: We don’t refund original shipping charges.

Your credit card account will show the difference in purchase amount on your next statement, depending on the issuing bank or billing cycle.